Support Operations

Facebook has more than 500 million active users, with 50 percent logging on in any given day. The number of Twitter accounts is increasing at the rate of 5,000–10,000 a day. The vast presence of social media is undeniable in today’s society, and according to recent research by HDI, IT service and technical support organizations are steadily increasing their use of this means of communication for support.

Although the 2010 HDI Practices & Salary Report showed a decline in the use of SharePoint as a support tool from 2009 to 2010, it remains the most-utilized social media tool in technical support organizations. The March 2011 HDI Research Corner report revealed that Facebook is the primary social media tool used to push information out to customers.

Is your support organization currently using social media or considering adding social media to your technology portfolio? Do you want to ask your peers what they are doing? Post your comments here to start the discussion.